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Trainer and Quality Analyst
About Us:
Mosaic Wellness is building digital first, health brands for elective health concerns.
Man Matters, is a digital elective health platform for men, helping 2.5M+ men every year diagnose and solve for their hair loss, beard growth, fitness and nutrition concerns by offering personalized treatment plans and access to expert doctors and health coaches.
Be Body Wise, is an online women’s elective health platform, serving 4M+ women every year by providing personalized solutions and doctor consults across concerns for hair health, body care, Sleep and nutrition.
Little Joys is an online health platform for kids, helping 2M+ parents every year solve for their child’s physical, mental and emotional development by offering age-appropriate solutions for nutrition, immunity, brain health, bone health with access to expert doctors and nutritionists.
Role Summary :
The role is to design, deliver, and evaluate training programs to equip customer service teams with the knowledge and skills required to deliver exceptional customer experiences. Will ensure that all new hires are effectively on boarded and that existing team members receive continuous development aligned with business needs, service standards, and process updates. Will also monitor and evaluate the customer interactions (calls, chats, and social media) to ensure adherence to internal SOPs, quality benchmarks, and compliance standards.
Responsibilities :
- Manage the monthly OKR metrics to identify the Advisor Errors, FCR checks to identify the repeat reasons, AI audits, 95th% RT audits for BQ advisors, etc.
- Chat handling as per the target or requirement.
- Design and deliver engaging training modules for new joiners and existing employees.
- Conduct on product/process training, soft skills, and refreshers.
- Assess training effectiveness through assessments, feedback, and performance outcomes.
- Maintain up-to-date training documentation, manuals, and knowledge bases.
- Collaborate with Operations, and Product teams to identify and address skill gaps.
- Customize training content based on audit insights, customer feedback, and operational needs.
- Ensure training completion reports and feedback summaries are maintained and analysed.
- Conduct daily briefings for each Line of Business (LOB) to ensure alignment on updates, priorities, and performance expectations.
- Collaborate closely with AI-generated audit findings and ensure awareness and key insights are effectively communicated and transferred to the team for continuous improvement.
- Conduct regular quality audits by monitoring and evaluating calls, chats, and social media interactions including DSAT, FCR, AI audits, and RT audits.
- Provide structured audit feedback and coaching sessions.
Self Management Responsibilities :
- Maintain readiness and availability as per roster (9 hours rostered; 8 hours active)
- Work 6 days a week with rotational weekly offs/shifts.
- Take ownership of personal development and keep pace with process and product changes.
- Ensure time-bound completion of training and QA responsibilities.
- Actively participate in cross-functional meetings and initiatives.
- Maintain professional decorum in all interactions and act as a role model for trainees.
- Provide proactive support during working hours as and when required to ensure smooth operations and timely assistance.
Core Competencies :
- Customer Focus : Understands customer expectations; ensures service quality and customer satisfaction; suggests improvements based on customer insights. ; ensures training drives better service.
- Ownership : Takes full responsibility for training delivery, follow-up, and impact analysis. Takes initiative in identifying quality gaps ensures closure on actions from audits and feedback.
- Drive for Results : Focuses on achieving training and quality metrics and reducing errors, works towards continuous performance improvement.
- Flexibility : Adapts to changes in processes, tools, and evaluation tools, and evaluation criteria; capable of multitasking.
- Functional Expertise and Domain Knowledge : Strong grasp of customer service processes, tools, and instructional design.
- Communication Skills : Delivers clear, effective training gives constructive feedback, creates engaging materials, concise reports, interacts effectively with cross-functional teams.
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